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Getzville, New York M&T Bank


Provides work leadership over a sub-unit within a division. Performs the most highly specialized duties within the work team, requiring advanced knowledge of the products, regulations and policies pertaining to the work of the sub-unit.

Primary Responsibilities:

  • Lead business unit work teams with responsibility for multiple product lines. Monitor and assign workflow.
  • Document team processes, make recommendations for improvement, provide on the job training, and research and resolve highly specialized and/or sensitive issues for the work team.
  • Liaise with first line risk and second line of defense personnel with respect to customer issues. Research and resolve complex internal and external customer issues.
  • Serve as department lead for special projects impacting the work team.
  • Provide reporting to work team leadership and prepare monthly departmental reporting for management.
  • Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.
  • Promote an environment that supports diversity and reflects the M&T Bank brand.
  • Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
  • Complete other related duties as assigned.

Scope of Responsibilities:

Works under minimal supervision. Internal contacts include unit management and other division personnel. External contacts include attorneys, customers, vendors and outside agencies.

Supervisory/ Managerial Responsibilities:

Allocates work as a team leader for a team that consists mainly of jobs graded 8 & 9; may check on completion/quality.

Education and Experience Required:

A combined total of 5 years of higher education and relevant work experience in a call center or bank operations environment, inclusive of 2 years' work leadership experience.

Excellent customer service skills with the ability to use tact and diplomacy.

Strong knowledge of relevant spreadsheet, word processing, and presentation software.

Education and Experience Preferred:

Bachelor's Degree.

Demonstrated work leadership skills.

Excellent oral and written communication skills.

Strong knowledge of departmental systems, documents and procedures.



Getzville, New York, United States of America